Hi, I'm Nate.

I've been at Shelterluv for five years. It's a B2B SaaS platform that more than 2,000 animal shelters and rescues run their day on, and my title is Lead Customer Solutions and Data Migration Manager, which is long because it's really three jobs.

The people on the other end are shelter staff and volunteers, usually in the middle of an intake with an animal right there in front of them. Most of them didn't come from a software background, they just need the thing to work so they can get the animal placed, and if I'm slow to answer it holds up their whole morning.

Support here isn't reading off a script. I reproduce the problem, look at the actual data, and figure out whether it's a bug, a misconfiguration, or something we just explained badly, before I write back. Five years of doing that is why I know this product inside out, including the edge cases that never make it into the documentation.

New customer data migration is mine end to end. That's the tooling that pulls a shelter's entire history out of whatever system they were on and gets it into ours. The framework I built took per customer data prep from days down to under an hour, and it's been used on almost 1,000 onboardings at this point. I'm also the only person who can run it, which is what I'm building my way out of.

The help center is mine too. I rebuilt the whole thing over about a year, cut 800 articles down to 250 and added around 100 videos. Support questions dropped 12% in absolute volume during a stretch where the customer base grew 52%.

On top of that I've run over 100 live product demos and technical onboarding sessions. I also spent six months embedded with the product team while engineering rewrote the platform, logging QA issues and grooming the backlog alongside my normal week.